Front Office Service Manager

Your new role

A leading construction and infrastructure organisation is seeking an experienced Front Office Service Manager to lead the end‑to‑end delivery and continual improvement of IT services that support front‑office business operations. This role oversees critical end‑user services including service desk, field support, device provisioning, software licensing, telephony, and peripherals within a multi‑vendor, outsourced environment.

You will ensure these customer‑facing services deliver measurable business value, meet agreed performance targets, and offer a high‑quality user experience. You will maintain accurate service information in the IT Service Catalogue and ensure all front‑office services are delivered efficiently, cost‑effectively, and in line with ITIL and SIAM principles.

This role includes leadership responsibility for service desk, field support, and asset management teams. You will shape operational processes, drive service improvements, and optimise budget utilisation while ensuring adherence to IT policies, standards, and asset management best practices.

Strong stakeholder relationships are essential. You will work closely with business leaders to understand operational priorities and ensure IT services maximise productivity and align with business needs. Working alongside other Service Managers and Digital teams, you will champion consistent service delivery and drive continuous improvement across the wider IT function.

What you'll need to succeed

Proven experience managing end‑user workplace services (service desk, devices, telephony, printers, software licensing, etc.)
Experience managing services in multi‑vendor, managed service, or outsourced environments
Strong knowledge of IT asset management best practices
Excellent stakeholder management and relationship‑building skills
Hands‑on experience with ITIL and SIAM frameworks
Experience in incident, problem, and change management
Budget and cost allocation experience
Business‑focused, service‑driven mindset
Excellent communication and presentation skills
Strong documentation and reporting capabilities
Self‑motivated and able to work independently and collaborativelyDesirable:

Experience leading teams in a matrix environment
Familiarity with front‑office business processes
Knowledge & Skills

IT service management (ITIL, SIAM) - Expert
Incident, problem, and change management - Competent
Stakeholder engagement & communication - Accomplished
Service portfolio and catalogue management - Competent
Budget & financial management - Competent
Vendor management - Competent
Hardware & software asset management (full lifecycle) - Competent
Process improvement & governance - Competent
What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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